What is osTicket and how to work with it?
What is osTicket?
osTicket is a free ticket support system. It is used in many call centers, customer support services and companies with other areas where there is also a large number of customers. This system allows you to process applications faster and increases the efficiency of working with clients. All actions take place through a web interface in which you will find all applications, whether it is a request sent by email or a call order, etc.
Where is it used?
This ticket support system is used in many companies. Companies that cannot afford to write an independent ticket system or are looking for a simple but time-tested solution choose osTicket. In most companies that are engaged in user support, online sales and even in other areas, they can use osTicket for their own purposes. Since this system has a number of significant advantages (which we will talk about later) that is, companies prefer to use this software.
Since I previously worked in different directions and, accordingly, visited the support service, I can say that this solution is very good. It is used by a large number of companies and it really speeds up the work, and learning how to work in the web interface is not a difficult task. Therefore, many newcomers in the field of customer support are happy and quickly enough to learn how to work. After all, the principle of operation is very simple.
The principle of operation
Users log in and create tickets quickly and easily.
They can create tickets via your website, email or phone. Incoming tickets will be saved and assigned to employees. Those in turn will receive email notifications and will respond to requests to help solve their problems. This will speed up the speed of responses to customers and, accordingly, the attitude of customers to your support service. Customers and employees will be able to discuss details and progress in the comments section. Customers can track their requests and their progress in the corresponding section.
This greatly simplifies the work because instead of writing code yourself that will collect everything and provide it to users, you simply integrate osTicket into your site.
Advantages and disadvantages
Positive
- Convenience
This platform is very convenient for both users and agents, who will find it much easier to track all requests and respond to them faster. - Price
osTicket is completely free. - Flexibility
It is easy to integrate into any web server, be it Nginx, Apache or other. - Functional
Allows you to capture applications by mail, phone number, etc. Transfer tickets between departments, make notes and much more.
Minuses
- Interface
Its interface, though convenient, is very simple. Because of what it may seem that the system is outdated.
Server Presets
As with any software, you will need certain conditions to run osTicket. Exactly:
- Running web server
- PHP from version 5.4
- MySQL Extensions for PHP
- Database
You can also use other extensions. And you can view the installation process on our YouTube channel.
Conclusion
osTicket is an excellent solution for support services due to its advantages, easy integration and capabilities. You can verify this yourself by placing it on your server and giving users and employees the opportunity to study it independently.
And if you want to rent a server, then we have a great offer for you!